There is no problem in waiting a few hours for a response. Basically every service in the world works like this. It is like sending an email and waiting a few hours for a proper response.
There is no need to make people work 24-7 just to respond support tickets quickly
With all due respect to your opinion, I want to say that I was also taking it like that there is no problem if we wait for few hours for solving our problems.
However, after thinking about one thing, I saw that there are already many competitor sites in this sector who provide 24/7 support service so that their users can continue playing 24/7h spontaneously without facing any problems and at the same time, if they ever encounter any error, they can solve it immediately. So in this case the whale.io will lag behind.
And I am also seeing multiple low-rating on TrustPilot for this one cause.